| Announced on | Rollout starts | Rollout ends |
| August 3, 2026 | August 3, 2026 | August 28, 2026 |
We’re happy to introduce an improvement to how messaging activity is represented in views so agents can more reliably find and prioritize active messaging tickets.
This article includes the following sections:
What is changing?
Today, message-level activity during an ongoing conversation is not consistently persisted to the ticket, which means the ticket’s Latest Update timestamp may not change when a new customer reply arrives. This can prevent active messaging tickets from surfacing correctly when agents sort by recency.
With this change, messaging activity will be reflected in views in a more timely and reliable way. The Latest Update timestamp will update when new messaging activity occurs, and tickets with new inbound replies can rise higher in the list when sorted by latest update. Requester Updated, Assignee Updated and Updater will be reflected according to the latest messaging update. Additionally, we are introducing an active conversation indicator that shows active messaging conversations for tickets.
Why is Zendesk making this change?
This work closes a critical gap between messaging and views by making active messaging conversations easier to detect and prioritize in Platform Lists. It reduces the risk that agents miss new customer replies and improves workflow reliability for customers handling messaging at scale.
It also supports the broader strategy of using the views backend to power Agent Home in the future. By improving messaging support in views, we reduce duplication between experiences, lower long-term maintenance overhead, and increase confidence in Views as the primary surface for omnichannel queue management.
What do I need to do?
No action is required. This improvement is available on all accounts.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.